How to entice a greater number of e-shoppers to click the “submit-order” button.

By Rob Yoegel

One catalog that’s excelling at online customer service is outdoor outfitter Cabela’s. The cataloger uses NetAgent™, which is part of the Divine Corp.’s software services division. Part of the NetAgent suite—and what Cabela’s makes sound use of—is a chat utility that allows one CSR to handle up to six online NetAgent sessions simultaneously. Question and answer scripts can be pushed to customers while they wait to be connected, and CSRs can transfer sessions to colleagues better able to handle specific queries.